Service Delivery Manager

Job Details

Responsible for Contractual Delivery of the Service Desk He /she shall be responsible for process adherence at unit level. He /she shall be accountable for performance of the Desk Apart from the supervisory functions he/she must adhere to his/her managerial functions in term of best practice sharing among teams, guidance and mentoring. Supervisory function shall include the monitoring for the performance of the teams, team leads and consolidating it. Data consolidation shall be instrumental in providing guidance to the team for process improvement. Should be in touch with operational realities and shall have the authority to take up judgmental calls. He/she shall be required to maintain customer relationship, engage in team building exercises. People attrition management. Participate in business related projects Responsible for Cost Savings and Productivity Improvement initiatives for the unit Responsible for customer relationship management. Responsible for Service Improvement plans and Continuous improvement plans. Responsible for KPI & CPI defined for the team. Additional Degree: BA (Arts) | B.Com. (Commerce) | B.Pharm. (Pharmacy) | B.Plan. (Planning) | B.Sc. (Science) | BBA/ BBM/ BBS | BCA (Computer Application) | Diploma-Other Diploma | B.Ed. (Education) | BHM (Hotel Management)